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Customer Service: Problem Solving and Troubleshooting

Video Introducing this tutorial


Introduction
Welcome
Make customer service easy

1. A Two-Step Approach to Commonsense Customer Service for Most Situations
Validity of complaints
How to respond to valid complaints
How to respond to invalid complaints

2. Critical Customer Service Problem-Solving Skills
Diagnose before you prescribe
Listen and listen carefully
Verify, clarify, and follow up

3. Critical Troubleshooting Skills
Disarm an angry customer
Give the customer options
How to deliver bad news

4. Final Thoughts
Maintain your own sanity
Looking inward to improve

Conclusion
Next steps

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